IT Call Center Supervisor - Swing Shift

Koniag Services, Inc.; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company matching

Paid holidays

3 weeks paid time off

Job summary

Koniag Services Inc. in Nashville, TN, is seeking a Call Center Supervisor (Swing Shift) to lead IT call center agents handling government clients.

You will coach, monitor performance, and ensure SLA targets are met while maintaining a high-energy, customer-service-driven team culture. You will collaborate with the Call Center Operations Manager on directives, training programs, and operational reporting, with readiness for a government security clearance if required.

Qualifications

• High school diploma or GED required; Associate's or Bachelor's degree preferred.
• 3+ years of IT call center, help desk, or technical support experience.
• 1+ year supervisory or senior agent experience in a call center.
• Experience monitoring performance, managing escalations, and supporting SLA compliance.

Responsibilities

• Directly supervise a team of IT Call Center agents, providing coaching and feedback to ensure adherence to standards.
• Monitor call volumes, ticket queues, and agent performance to maintain SLA compliance.
• Serve as first-line escalation for complex IT support issues and communicate with end users.
• Lead onboarding and ongoing training for agents on call handling, ITSM tools, and policies.
• Review interactions (calls, tickets, chats) and provide constructive feedback.
• Assist in shift performance summaries, attendance, and operational reports.
• Support workforce management including attendance and shift coverage.
• Enforce compliance with federal regulations, agency policies, and security protocols.

Skills

Leadership

Customer service

SLA compliance

ITIL/ITSM

ServiceNow/Remedy

Queue monitoring

Team coaching

English communication

Microsoft Office

Security clearance

Education

High school diploma or GED

Bachelor’s degree preferred

Associate’s degree possible

Tools

ServiceNow

Remedy

Call recording software

Job description

Koniag Services Inc. in Nashville, TN, is seeking a Call Center Supervisor (Swing Shift) to lead IT call center agents handling government clients.

You will coach, monitor performance, and ensure SLA targets are met while maintaining a high-energy, customer-service-driven team culture. You will collaborate with the Call Center Operations Manager on directives, training programs, and operational reporting, with readiness for a government security clearance if required.